Bristlecone Case Studies Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency

	Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency Bristlecone

Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency

Bristlecone

Technology Category	Functional Applications - Enterprise Resource Planning Systems (ERP)
Challenge	ABB needed a partner familiar with the organization and SAP implementation to extend existing SAP system to IMA and support/improve SAP usage. Read More
About Customer	ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. With revenue in excess of US $35 billion, ABB is one of the world's leading engineering compani Read More
Customer Name	ABB Read More
Solution	Bristlecone assisted ABB in expanding their scope of operations from SAS region to IMA and set up the Regional ERP Management and Support Center (REMSC) for providing centralized SAP support services for 17 countries with limited onsite support. Bristlecone helped the company cater to the different time zones with SLA based call monitoring system. Users logged in issues in a Solution Manager through a Single Point of Contact (SPOC) helpdesk. This helpdesk addressed the issues based on mutually agreed SLAs. Read More Log in to view content
Contents

Technology Category

Functional Applications - Enterprise Resource Planning Systems (ERP)

Challenge

ABB needed a partner familiar with the organization and SAP implementation to extend existing SAP system to IMA and support/improve SAP usage.

About Customer

ABB is a leader in power and automation technologies that enable utility and industry customers to improve performance while lowering environmental impact. With revenue in excess of US $35 billion, ABB is one of the world's leading engineering compani

Customer Name

ABB

Solution

Bristlecone assisted ABB in expanding their scope of operations from SAS region to IMA and set up the Regional ERP Management and Support Center (REMSC) for providing centralized SAP support services for 17 countries with limited onsite support. Bristlecone helped the company cater to the different time zones with SLA based call monitoring system. Users logged in issues in a Solution Manager through a Single Point of Contact (SPOC) helpdesk. This helpdesk addressed the issues based on mutually agreed SLAs.

Impact #1	[Product Improvement - Customer Satisfaction] Standardized support process across all applications increasing customer delight.
Impact #2	[Efficiency Improvement - Customer Service] Continuous development of new KPI's for delivery management, to ensure service improvements.

Impact #1

[Product Improvement - Customer Satisfaction]
Standardized support process across all applications increasing customer delight.

Impact #2

[Efficiency Improvement - Customer Service]
Continuous development of new KPI's for delivery management, to ensure service improvements.

Benefit #1	Offshore based support center set up to support 17,000 users across 17 industries.
Benefit #2	95% SLA adherence accomplished.

Benefit #1

Offshore based support center set up to support 17,000 users across 17 industries.

Benefit #2

95% SLA adherence accomplished.

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Overview

Supporting ABB Leverage Their SAP Assets to Enhance Business Efficiency

Operational Impact

Quantitative Benefit